Customer Service Representative- Remote

DriveTime•Mesa, AZ

7d•Remote

About The Position

The SilverRock Customer Service Representative is responsible for inbound and outbound phone calls where you’ll be educating and answering questions regarding the customer's warranty. At SilverRock, we aim to simplify the automotive warranty experience by anticipating customer needs through evolving self-service options and providing world-class customer service. This role requires individuals with high emotional intelligence to navigate customer interactions, manage conflict effectively, and thrive in a fast-paced call center environment.

Requirements

High School diploma required.
3+ years of experience working in a customer service role with conflict resolution.
Excellent verbal and written communication skills.
Ability to talk and write with confidence, charisma, and competence.
Agile in a fast-paced environment.
Ability to work well in a team environment.
Ability to work well under pressure and meet deliverable due dates.
Fantastic problem-solving skills.
Positive emotional resilience to handle challenging calls daily.
Must have a conducive and quiet workspace with no distractions.
Must have reliable and secure internet.
Must be located in AZ, FL, GA, NC, TN, TX, UT or NV.

Nice To Haves

Associate or Bachelor’s degree preferred.
Experience in the automotive industry.
Exposure to vehicle repair shop procedures and practices, including labor guides and part pricing.

Responsibilities

Handle inbound and outbound phone calls to educate customers and answer questions regarding their warranty.
Navigate customer interactions with high emotional intelligence.
Effectively manage customer conflict.
Meet and exceed goals in a fast-paced call center environment.
Meet multiple time-sensitive requirements and deliverable due dates.
Identify problems and find solutions for challenging customer calls.